When a customer wants to connect with you for the first time, you receive a new request. The new request appears in your Inbox Folder at the Requests Page.
When you open the request, it appears on the Main Dashboard. You can accept, reject, or forward the request. To do it, choose one of the options and click the corresponding action button. You can also change the priority level at this point.
The Accept action button allows you to connect with a customer once you've received the request. To accept the request:
The request is moved from the Request page to the Chat page. Now you can start the conversation.
The Reject action button enables you to decline a request and to move it from your Inbox folder to the Rejected folder. To reject the request:
When the request is rejected, the corresponding message appears at the bottom of the Main dashboard. Now the request is moved from your Inbox folder to the Rejected folder.
If you accidentally rejected the request, click the Undo button.
The Forward action button allows you to transfer a request to another team member or a group. To forward the request:
When the request is forwarded, the corresponding message appears at the bottom of the Main dashboard. Now the request is moved from your Inbox folder to the selected user's Inbox folder.
If you accidentally forwarded the request, click the Undo button.